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February 2024 by Patrice H.
This place horrible dont waste your money here. Purchasing a car from here was the worst mistake of my life. My vehicle engine went out on my car after only had purchased the car in 4 months. No accountability was taken from the dealership, all the general manage by the way is the worst, said it was wear and tear. My car was still under a manafacter warranty and all they had to do was send my car to the maker of my car, but no. Instead this dealership held my car on there lot for 3 months and then expected me to pay storage fees. I had to file a complaint against this dealership with the attorney general's office to get my car away from them.
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February 2024 by Keturah B.
I was told Napleton River Oaks Lincoln does not offer available loaner cars when your car is being serviced. I'm frustrated and disappointed with the company and its services. If it takes more than 5 days to fix a customer's car then the company should provide a loaner vehicle. I called the corporate office and they didn't show any concern or offer a solution. I purchased my car in McHenry and decided to use their services. The biggest mistake EVER!
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August 2021 by Ann E.
I took my car in for service; my transmission was going out; however, it was under warranty. When it was placed on the diagnostic machine, they officially stated there was a problem with the transmission only. My transmission was under warranty and I left my car with them but with the parts being on backorder, it took some time for my car to be serviced (over 1 1/2 months). When I finally was able to pick my car up, I did not make it home before the light came back on for my transmission, my radio was acting up and now my backup camera is not working. I called Napleton to inform them of the issue I was currently experiencing. Please note the radio and backup camera were working properly when I took it in for service. Now my radio will not turn off even with the car off and key out of the ignition. It continues to play and display signs that it was replaced and looking to connect to services that my car does not have installed. Now with the radio continue to play, it continues to drain my battery. I took my car back to Napleton for them to deny anything was replaced other than my transmission and they stated they gave me a free new battery (which I did not need). I explained to them that my car has been in their care for 1 1/2 months and the diagnostic that was given to me only listed trouble with my transmission. How when the car is returned to me I drive a little of 4 miles, not even all the way home, and all these other issues arise including the transmission. Now they expect me to pay $1,743 to repair. How could this be? They are denying to repair my car without paying for repairs that were caused by them. I am a senior that need my car to get back and forth to the doctor and for my family. I can not afford to pay for repairs that were caused during my car's stay at Napleton for service. Paul S.
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December 2020 by Terrence J.
took my car in on oct/ 2 /2020. Did not get it back till 12/05/2020. took it in for a field service. front speakers goes on and off. asked to check my heat keep going up. and my shade makes a loud clicking sound. first called went up there several times see whats going on and the hold up. never get a call back but once during the time they had it. go up there twice the guy signs me in was off both time nobody no nothing. finally get a call month in a half later your car ready. pissed off but happy i got my car back. but all three issue i took the car in for i still have. speakers still come on and off/shade still clicks and heat comes on on its on. had my car a whole month and half for what. very displeased
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August 2020 by Larry W.
I purchased a used vehicle in late April and was promised a second key, it is now August. They had me come there on four different occasions at specific times only to be sent back home with no 2nd key. First they told me the key was there but they have to find it; sent home with no key, I called again ,they told me an employee had the key come on in. I went in a second time as instructed only to be told that an employee has the key but is on vacation and his desk is locked, sent home with no key. I was told to come in a third time only to be told the key is being ordered . What ? Okay. This Saturday I called and was told the key is here but has to be programmed so bring in the vehicle at 2:00 pm . Due to widespread power outages, traffic was horrific due to traffic signals , I didn't arrive until 2:30pm. "Sorry , you missed your appointment , we can get you in in 2 weeks", Really !!! I asked could I leave the vehicle and drive home a loaner . " We don't have a loaner " Where in the hell is the customer service . I didn't know the only place i would be driving this car was back and forth to the dealership.
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August 2020 by Roc J.
Had one of the worst experiences at this dealer in regards to service. The advisor working last Saturday kept complaining that he had to work by himself and when I came in for service, he tried to charge me for something that was warranty covered and he had a filthy attitude. I can see why there are not many Lincoln's around anymore. Screw this dealer. Will NEVER return at all
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January 2020 by Schunita S.
Worst car buying experience ever. I made an appt to see/ test drive a vehicle. I spoke to the sales agent 3 times. She promised to have vehicle ready. When I got to dealership the agent went home early and the vehicle was snowed in. It took an hour to get in the vehicle and get it started. No one knew about the features and functions of the vehicle. The 2nd sales agent asked me if I came with check stubs..... I considered that as racial profiling. I tried to return the vehicle and they would not take it back. Only giving 1 star rating because there isn't a way to give 0.
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January 2019 by Elle H.
The ABSOLUTE WORST service that you can get in a dealership. How can a car that you are interested in buying be "too far away" therefore, you can't see it first!!! How can a salesperson also tell you that you've asked too many questions... here's my card, BYE! Don't buy a car from such an unprofessional, unappreciative, dismissive, environment.
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September 2018 by Angela M.
Vince is totally awesome in the parts side of the dealership. He always greet me with a smile and knows my name. I always come in contact with a friendly face. #1 spot to get my oil change with a free wash..score
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February 2018 by Carrie A.
I have been going here for years and have never experienced a problem. The front of house staff is professional and the technicians are thorough. They are extremely honest about the type of work that needs to be done and the cost. One of the many perks of this place is they will drop you off or pick you up if your car needs to stay overnight. Thanks, Napleton. You are aces in my book.
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January 2018 by Sonya L.
I'm truly disappointed with this dealership. First off I spoke with them prior to returning a leased vehicle and I was told all I need to do was drop it off. I pulled up to the service entrance 12/13/17 and told the rep I was returning a lease, he said he would get someone for me, two gentlemen appeared and one asked for my ID to make a copy, got the vin number and said I was free to go, I asked for my plates off the vehicle and was there anything else I needed to do, I was told no I was free to go. Well I received a telephone call on 12/27/17 from "Marc" from Lincoln saying the vehicle is up for repo and I need to turn it in asap. I told him I turned the vehicle in 2 weeks ago, he asked where and I gave him the dealership information. I immediately call Napleton and speak to "John" in leasing who takes my information and assures me he would call be back, still waiting on that call! I call the dealership back 12/28/17 and speak to a different guy who says he remembers me bringing he truck and he would look into it and call me back, still waiting on the call also! Finally decided to call Lincoln, to my surprise the rep states the vehicle is at an auction to be sold and she apologizes for the repo call. Confusing right! 1/4/17 I received a letter in the mail, well a vehicle inspection report stating I owe $130.50 for damage/scratch to left fender, I'm livid at this point because it wasn't like that when I turned the vehicle in! I immediately call Lincoln who give me the run around and basically say I have to resolve the issue with the dealership and have them send them something directly with their letterhead on it accepting responsibility...u mean the same dealership that I'm waiting on a call back from, I'm extremely upset at this point because who would have thought turning in a vehicle would be such a headache. For the third time I contact Napleton but this time I'm asked who I gave the vehicle to, someone from the leasing department he never gave a name( which I should have asked but I was on my way to work so I was in a hurry and failed to ask) but this my third time calling and now you ask this. I was placed on hold several times then transferred to the service department who told me I needed to speak with John but he wasn't available and to call back in 30 minutes, I call back still no John!! I'm extremely unhappy with Napleton and Lincoln, I had no fender damage to the vehicle! What's crazy is I paid for excessive wear and tear coverage when I first got the lease and I have no problem accepting responsibility for something I knew about but I had no damage to the left fender! Only scratches I had was a small one on the rear of the vehicle.
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February 2017 by Henry N.
I just noticed that Napleton River Oaks Lincoln has 19 five star reviews, but 18 of them are not recommended by Yelp. There must be a reason for that, don't you think? I've purchased two vehicles from this dealership and both times it was an excruciating experience. They don't so much sell you a car as wrangle you into submission. You either purchase the vehicle because you can't stand being there anymore or you simply get up and walk out of the door. Of course, all of their sales staff weren't there to pick your pocket...there were a few honest and sincere sales people but after the dealership changed hands they were pretty much shown the door. It almost seems that if you were straight up with your customer and really tried to assist them with a problem, or save them a few dollars, you were biting the hand that feeds you. Service does have a good reputation, with those that have established a good rapport with a particular service writer or technician. If that doesn't happen the customer could be facing a longer repair time (as in not getting to a car as quickly as they might) or the bill might be slightly higher (no 10% discount or getting charged a higher price for parts). Pay attention to your bill and if you have questions or concerns make sure you ask, ask, ask. If you get no satisfaction from a manager, call another dealer and tell them your concerns.
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November 2016 by L H.
I despise the fact I have to give this dealership a single star rating. Salesman Mike James; purposely sold me a Cadillac CTS, which was a lemon. The upper management at this dealership and Napleton’s corporate office are careless and heartless. I’ve been told “bought sense, is better than taught sense” and I’ve learned a valuable lesson. However, all is not lost because I don’t have a need or want for anything I can’t buy. Buyers beware, save yourself a headache and take your business elsewhere. I will continue to share my negative experience about this dealership to everyone; I come across in the Chicagoland area that is the market of purchasing a car. Napleton, don’t bother responding!
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July 2016 by Mike K.
Saw the car on cars.com, my salesman was Ed, who i would give a 5 star rating. There were only a few reasons i give a 2 star overall. One of the reasons is the process was kind of slow, nothing unreasonable. Another was the hidden $685 fee for their inspection. They would not negotiate the price of the car nor waive the fee, or replace the bald tires (salesman informed me that if the tires were less than half tread they wouldve been replaced prior to advertising the car. But they're undoubtedly less than half). The main reason why I give a 2-star rating is because of the window tint on the passenger side, where the dealers ad was. The tint was fine on the test drive with no damage, then after I purchased the car when they were washing the car and taking all of the dealer stickers off the porters (I'm assuming) when removing the sticker cut the tint
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April 2016 by Laurel T.
Purchased a MKX from Napleton Lincoln from John Innis. It was the best car buying experience I ever had. Mr. Innis was extremely knowledge about all of the Lincoln products. The entire staff were courteous, and professional. I look forward to my next purchase with them. This is definitely a 5 star operation.
